Episode 16: StarCare CX: Experience Excellence, Every Time

Podcast Episode Summary   In this episode of CarePoints, Kenny Schiff chats with Donna Montgomery and Kevin Henderson about the company's new StarCare CX program, which focuses on evolving customer experience based on ever-changing industry needs. They discuss how Lone Star is shifting from transactional service to a collaborative, results-driven approach, with an emphasis on proactive support, continuous improvement, and aligning technology with providers' goals.  This Episode's Guests   Donna Montgomery Chief Clinical Informatics Officer at Lone Star Communications  Through advanced healthcare technology solutions, Donna leads initiatives to improve patient care and outcomes. She is passionate about addressing key healthcare challenges and is committed to driving continuous improvement in healthcare organizations through her leadership in Lone Star's customer experience programs.  Connect: LinkedIn   Kevin Henderson  Chief Operating Officer of Lone Star's Arkansas region Kevin is focused on fostering long-term partnerships with clients through proactive engagement and continuous support. He plays a key role in Lone Star's customer experience initiatives, driving the adoption of tailored solutions that improve healthcare workflows, enhance patient care, and deliver measurable results for clients.  Connect: LinkedIn   Key Takeaways   Lone Star's StarCare CX program shifts the company from a transactional model to a more collaborative, results-driven approach. This evolution involves proactive support to ensure solutions align with evolving customer needs and optimize workflows.  The program strongly emphasizes understanding and aligning with customer goals, moving away from merely selling products. Lone Star works closely with clients to deliver tailored technology solutions that directly improve organizational outcomes.  Key healthcare challenges, such as improving patient experience and reducing falls, are central to the StarCare CX program. Through advanced technology like bed exit alarms and upgraded nurse call systems, Lone Star helps clients meet critical metrics that impact patient care and reimbursement rates.  Lone Star's "high-touch" service model ensures customers receive continuous, hands-on support. Frequent communication and in-depth understanding of client challenges enable Lone Star to provide solutions that address both immediate and long-term needs.  The program focuses on continuous improvement, with an emphasis on delivering measurable outcomes. This approach ensures that Lone Star stays engaged with clients, making adjustments as needed to improve customer care and operational efficiency.  Connect with Lone Star Communications   ☑️ Follow us on YouTube and LinkedIn.  ☑️ Let us know what topics you would like to hear about on CarePoints with Kenny Schiff by emailing us at [email protected].  CarePoints with Kenny Schiff by Lone Star Communications is a series of conversations with his collaborators at Lone Star, customers, partners, and notable folks in the healthcare and educational technology industries. For over 33 years, Lone Star Communications has been focused on transforming healthcare and education through innovation.